Troubleshooting Alarms

Issue: A message occurs when the ION_Data database contains large number of unacknowledged events or the Web Applications is not able to properly access the alarm data.

Environment: Web Applications and Alarms Tab 

Scenario / Resolution 1:

This can happen if the upgraded database (ION_Data) contains a large number of unacknowledged events. To determine if there are a large number of unacknowledged events, run the query below against ION_Data. This will return the number of unacknowledged events with a timestamp greater than the timestamp you have chosen.

select COUNT(*)from vAlarmLog 
where AckTimeUTC is null
and Priority > 127 
and TimestampUTC > > '<some timestamp filter;'

To acknowledge all of these alarms quickly, without having to use the Alarms user interface, !Execute the following query:

Declare @CurrentDateTime varchar ( max )
SET @CurrentDateTime = GETUTCDATE ()
INSERT  INTO EventAcknowledgement (EventLogID ,AckTimeUTC ,UserName )
( SELECT a .ID , @CurrentDateTime , 'supervisor' from vAlarmLog a where AckTimeUTC is  null  and Priority > 127 )

This query will use the present UTC date / time as the alarm acknowledgment, and supervisor as the account that performed the acknowledgment.

Once the alarms have been acknowledged, the Alarm Viewer will function normally. It is recommended that you delete old, unwanted events to reduce the number of events that need to be processed. Use the Trim function in Database Manager. Select Events and choose an appropriate date range.

Scenario / Resolution 2:

If the server machine is on a workgroup, change the Schneider Electric services to run under a local Windows administrator account, restart the services, perform an iisreset, and then check to ensure that alarms are coming in successfully.

Scenario / Resolution 3:

Check the Windows Host file in the C:\windows\system32\drivers\etc\ directory and check the localhost IP address. By default, webservices only allows access from 127.0.0.1, which is the default localhost. If the address is different than the default, the locahost address needs to be added to the webservices web.config file (such as <add ipAddress="10.70.20.81" allowed="true" />) where the IP address is found within the Windows host file.

After changing and saving the \host file, restart the Schneider Electric services and perform an iisreset to verify that alarm and event data are coming in successfully.